SupportLabs
SupportLabs is a private Houston-headquartered BPO that delivers bilingual, nearshore customer support, technical support, trust & safety, back-office, virtual assistant, and software engineering services via its Honduras-based teams and FlexiAgent™ and DedicatedAgent™ staffing models, targeting SaaS, FinTech, EdTech, and E-Commerce mid-market clients.
- Company typePrivate
- Founded2020
- HeadquartersHouston, Texas, United States
- Headcount1–10
- GTM typeB2B
- OfferingServices
What SupportLabs does
SupportLabs is a private Business Process Outsourcing (BPO) company headquartered in Houston, Texas, founded in 2020 and evolved from Work Ninjas, a predecessor firm serving roofing contractors. The company delivers six core service lines — customer support, technical support, trust & safety/content moderation, back-office operations, virtual assistant, and (as of 2025) software engineering outsourcing — through bilingual nearshore teams based primarily in San Pedro Sula, Honduras, with US cultural alignment and time-zone coverage. Its commercial model is anchored by two proprietary branded solutions, FlexiAgent™ (a shared-agent pool providing on-demand scalable capacity) and DedicatedAgent™ (an exclusively assigned agent embedded in the client's workflows), each available with varying tiers of service complexity.
The company's revenue model is primarily usage-based hourly billing ($13/hour for Essential Support, $15/hour for Advanced Omnichannel Support), with bespoke multi-year contracts for enterprise engagements that include dedicated teams, AI integration, full L1/L2/L3 technical support, and custom CRM/API integrations. Go-to-market is sales-led with 'Book a Discovery Call' Calendly CTAs throughout the website, targeting mid-market and enterprise customers in SaaS, FinTech, EdTech, E-Commerce, Construction, Travel & Hospitality, and Media & Publishing; select logos include Cuez (SaaS) and Roof Squad (construction). Distribution and marketing rely on direct enterprise sales, organic social presence on LinkedIn, Facebook, Instagram, and X, plus content marketing via a blog and email/SMS programs.
Core technology is a hybrid of human agent delivery and AI-powered partner products — Ada for generative-AI chatbot automation and DataCose for workflow automation — supplemented by support for trust-and-safety anomaly detection and CRM/API integration capabilities. Reported compliance posture includes PCI DSS, GDPR, CCPA, HIPAA, TCPA, and A2P 10DTC registrations. The company is privately held with no disclosed funding rounds, parent company, or acquisition activity; brand leadership includes Alfredo Kattan and Nicolas Fries as public-facing blog authors.
SupportLabs firmographics
Firmographics- Name
- SupportLabs
- Legal name
- Support Labs
- Website
- https://supportlabs.com
- Company type
- Private
- Founded year
- 2020
- Operating status
- Operating
- Headcount range
- 1–10 employees
- Short description
- SupportLabs is a private Houston-headquartered BPO that delivers bilingual, nearshore customer support, technical support, trust & safety, back-office, virtual assistant, and software engineering services via its Honduras-based teams and FlexiAgent™ and DedicatedAgent™ staffing models, targeting SaaS, FinTech, EdTech, and E-Commerce mid-market clients.
- Ownership category
- akta.pro rank
SupportLabs industry classification
Industry- Product category
- Business Process Outsourcing (BPO) — Customer & Technical Support Services
- NAICS
- Business Service Centers (56143), All Other Business Support Services (561499)
- SIC
- Services-Help Supply Services (7363), Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- General Customer Service (Order/Account/Inquiries) (BPAAABAA)
- akta.pro secondary industries
- Claims, Disputes & Chargeback Support (BPAAABAH), Spend Analytics & Reporting Support (BPAAAJAJ), Workflow & Case Management (Human-Centric BPM) (HDAEAHAA)
Keywords
Where SupportLabs is headquartered
LocationHeadquarters
- HQ city
- Houston, Texas
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
SupportLabs business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Marketing or Sales, Technology or R&D, Infrastructure
Revenue model
- Hourly Billed BPO Services: SupportLabs charges clients on an hourly basis for outsourced support services. Essential Support is priced at $13/hour while Advanced Omnichannel Support is $15/hour. Custom enterprise solutions have bespoke pricing based on scope and requirements.
- Custom Enterprise Solutions: Enterprise clients requiring dedicated teams, AI & automation-enhanced support, full technical support (L1, L2, L3), and custom API & CRM integrations receive tailored pricing based on their specific needs, team size, and service complexity.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Usage-based | Pay-as-you-go | Essential Support at $13/hour for reliable customer service across email, chat, phone, and basic tasks. |
| Usage-based | Pay-as-you-go | Advanced Omnichannel Support at $15/hour for expert support with technical troubleshooting. |
| Hybrid | Multi-year contract | Custom & Bespoke Solutions with tailored pricing for specialized enterprise needs. |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels7 records
SupportLabs product offering
Product offeringCore offering
SupportLabs is a Business Process Outsourcing (BPO) company that delivers outsourced customer support, technical support, trust & safety / content moderation, back-office, virtual assistant, and software engineering services via bilingual nearshore teams based in Honduras. The company sells two proprietary staffing models — FlexiAgent™ (shared, on-demand agents) and DedicatedAgent™ (exclusive, embedded agents) — and resells partner AI solutions from Ada and DataCose to augment human delivery.
Product overview
SupportLabs is a BPO (Business Process Outsourcing) company offering a portfolio of customer support and operational services. The product portfolio centers on two proprietary staffing solutions — FlexiAgent™ (flexible shared-agent model) and DedicatedAgent™ (exclusive dedicated-agent model) — backed by six core service lines: Customer Support, Technical Support, Trust & Safety/Content Moderation, Back Office Services, Virtual Assistant, and Software Engineering Outsourcing. The company also resells/white-labels two partner AI products: ADA AI Chatbot (generative AI-powered customer support automation) and DataCose AI Automation (workflow automation and custom AI systems). Services are delivered by bilingual nearshore teams based in Honduras, targeting SaaS, FinTech, EdTech, E-Commerce, Construction, and Travel & Hospitality industries. Pricing tiers range from Essential Support at $13/hour through Advanced Omnichannel at $15/hour to Custom/Bespoke Solutions with dedicated teams and AI integration.
Differentiator
Problem solved
Functional benefit
Brands
- FlexiAgent: Flexible, high-quality outsourced support solution that scales with business needs without bloated payroll or rigid contracts.
- DedicatedAgent
Products and services
- FlexiAgent™ Flexible, shared-agent support solution offering high-quality customer service, technical support, and back-office services on a pay-per-use basis. Agents are shared across multiple clients without compromising quality, enabling businesses to scale support without full-time hiring costs.
- DedicatedAgent™ Dedicated single-client support solution providing an exclusive, fully-integrated agent who operates as an extension of the client's internal team. The agent is onboarded into the client's workflows, learns their products and systems, and delivers consistent, brand-aligned support.
- Customer Support Services Omnichannel customer support including multilingual, 24/7 availability across email, live chat, social media, and phone. Features tailored escalation paths, actionable reporting, and proactive support to reduce response times and increase CSAT.
- Technical Support Services Technical troubleshooting and issue resolution for software, hardware, and SaaS platforms. Includes root cause diagnosis, proactive monitoring, maintenance, and support for product launches and scaling. Agents provide multilingual support across global customer bases.
- Trust & Safety / Content Moderation Content moderation and platform safety services including real-time harmful content flagging, fraud detection, scam prevention, and account takeover protection. Features multilingual teams with 24/7 monitoring and proactive threat detection.
- Back Office Services Operational back-office support covering payroll processing, data entry and management, procurement and vendor management, and HR functions including recruitment, onboarding, and compliance.
- Virtual Assistant Services Virtual assistant services handling inbox management, calendar scheduling, social media management, customer follow-ups, and project coordination. Features bilingual English and Spanish support across email, chat, WhatsApp, and phone channels.
- Software Engineering Outsourcing Engineering talent outsourcing providing full-stack developers (React, Next.js, Node, Python, Laravel), DevOps, QA, and data specialists. Engineers are matched by skill, project scope, and seniority with rapid onboarding and timezone-aligned agile teams.
- ADA AI Chatbot Integration AI-powered chatbot solution delivered through partnership with Ada. Handles routine customer inquiries using generative AI, freeing human agents for complex issues. Delivers 20% improvement in automated resolution rate and 40% digital resolution rate.
- DataCose AI Automation AI automation services through DataCose partnership, providing custom automation systems, AI training workshops, and workflow optimization. Automates repetitive tasks, reduces manual work, and creates smoother operational flows for businesses.
Quantifiable outcome
- 98% CSAT (Customer Satisfaction)
- +2 more outcomes
Companies that use SupportLabs
Customer profileNamed customers2 records
Segments6 records
Ideal customer profiles4 records
SupportLabs technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability5 records
Feature3 records
SupportLabs partnerships and signals
Strategic signalPartnerships
Two partnerships are on record, tiered core.
- AdacoreSupportLabs partners with Ada, a leading AI chatbot company, to deliver AI-powered customer support solutions. The partnership combines Ada's generative AI technology with SupportLabs' human agents to handle repetitive tasks efficiently while enabling human agents to focus on complex issues. Ada's technology delivers 20% improvement in automated resolution rate and 40% digital resolution rate for clients.
- DataCosecoreSupportLabs partnered with DataCose to provide AI automation for business operations. DataCose builds straightforward automation systems that reduce manual work, eliminate bottlenecks, and create smoother workflows. The partnership supports clients with automation designed for actual business operations, not theoretical solutions. DataCose has designed systems that support more than 52 companies, automate over 72,000 work hours annually, and help power more than $46M in annual revenue.
Scale indicators4 records
Recent moves6 records
Expansion highlights6 records
SupportLabs competitors and assessment
Company assessmentDirect peers
- Wing: Virtual assistant and customer support outsourcing provider serving startups and SMBs, with delivery primarily from the Philippines and South Africa. Comparable on virtual assistant and customer support offerings aimed at tech-forward growing companies.
- SupportNinja: US-headquartered BPO offering omnichannel customer support, technical support, and back-office services to SaaS, eCommerce, and FinTech startups. Closely mirrors SupportLabs' vertical mix, SMB-to-mid-market focus, and English-language delivery model.
- HelpFlow: E-commerce focused BPO providing customer service, live chat, and back-office support for Shopify and DTC brands. Directly comparable for omnichannel customer support aimed at growing online retailers.
- Boldr: Nearshore BPO with delivery centers in Mexico, the Philippines, and other locations serving US and Canadian clients in SaaS, FinTech, and eCommerce. Comparable for its nearshore staffing model, impact-driven positioning, and customer support/back-office service lines.
- Virtasant: Nearshore and offshore technology and BPO services company with delivery across Latin America, the Philippines, and Eastern Europe. Comparable for technical support, software engineering outsourcing, and nearshore delivery to US clients.
Broad incumbents
- Teleperformance: Largest publicly traded global BPO with extensive nearshore and offshore delivery, covering customer support, content moderation, and digital CX. Comparable for multilingual, 24/7 customer support and trust & safety offerings.
- Concentrix: Large publicly traded CX/technology services company serving technology, FinTech, and consumer clients globally. Comparable for omnichannel customer support, trust & safety, and AI-augmented service delivery.
- TaskUs: Publicly traded, large-scale CX and Trust & Safety BPO serving digital-native and enterprise clients globally. Comparable for trust & safety, content moderation, and customer support at scale, though far larger and broader than SupportLabs.
- Foundever (formerly Sitel/IBEX): Global CX outsourcing provider offering customer support, technical support, and back-office services across nearshore and offshore delivery hubs. Comparable for full-stack BPO service portfolio and nearshore Latin America delivery.
- TTEC (TeleTech Holdings): Global CX and digital customer experience BPO serving enterprise clients across verticals including FinTech, healthcare, and SaaS. Comparable for customer support, technical support, and back-office services at enterprise scale.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat4 records
Key risks5 records
Key highlights6 records
Customer concentration
SupportLabs social profiles
Digital presenceSupportLabs compliance and trust
Trust signalCompliance6 records
SupportLabs financial estimates
Financial estimateRevenue estimate
Valuation estimate
SupportLabs leadership team
Management profileNumber of profiles
SupportLabs funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
SupportLabs M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about SupportLabs
What does SupportLabs do?
SupportLabs is a Business Process Outsourcing (BPO) company that delivers outsourced customer support, technical support, trust & safety / content moderation, back-office, virtual assistant, and software engineering services via bilingual nearshore teams based in Honduras. The company sells two proprietary staffing models — FlexiAgent™ (shared, on-demand agents) and DedicatedAgent™ (exclusive, embedded agents) — and resells partner AI solutions from Ada and DataCose to augment human delivery.
Is SupportLabs a public or private company?
SupportLabs is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was SupportLabs founded?
SupportLabs was founded in 2020. It employs 1 to 10 people.
Where is SupportLabs based?
SupportLabs is headquartered in Houston, Texas, United States, in the North America region.
How does SupportLabs make money?
Two revenue lines are on record. Hourly Billed BPO Services are the primary driver. The others are custom Enterprise Solutions.
Who are SupportLabs's main competitors?
Direct peers on record are Wing, SupportNinja, HelpFlow, Boldr and Virtasant. Broad incumbents are Teleperformance, Concentrix, TaskUs, Foundever (formerly Sitel/IBEX) and TTEC (TeleTech Holdings).
Does SupportLabs have an API?
No public API is recorded for SupportLabs.
What industry is SupportLabs in?
SupportLabs's product category is Business Process Outsourcing (BPO) — Customer & Technical Support Services. Its primary akta.pro industry code is BPAAABAA, General Customer Service (Order/Account/Inquiries), with a secondary code of BPAAABAH, Claims, Disputes & Chargeback Support. Its NAICS code is 56143 and its SIC code is 7363.